Operations Support Center Specialist

1 week ago

Annapolis Junction, Maryland, United States ManTech Full time

Secure Our Nation, Ignite Your Future

At ManTech International Corporation, we're seeking a motivated and customer-oriented professional to join our team as a Midlevel Operations Support Center Shift Operator. As a critical member of our 24/7/365 operations team, you'll play a vital role in ensuring the smooth operation of our critical Homeland Defense contract.

Key Responsibilities:

  • Act as the first point of contact for critical incidents, outages, and maintenance events, detecting and resolving issues, escalating to technical experts as needed, and documenting all activities.
  • Manually upload and process critical data files related to vetting services for TSA customer organizations.
  • Proactively monitor, report, and document the health and status of production systems and data flows using commercial and proprietary monitoring tools.
  • Create, analyze, and transmit critical reports providing time-sensitive updates to TSA customer organizations on potential terrorist activity.
  • Create, analyze, route, update, and close incident and service request tickets.
  • Coordinate the escalation and conduct bridge/conference calls for complicated maintenance activities and critical outages, including the creation and transmission of AWS alerts.
  • Provide technical support on mission-critical systems during maintenance activities and outages.
  • Create and transmit daily and ad-hoc reports.
  • Provide second-level troubleshooting of IT and non-IT related issues identified through monitoring tools and system checks.
  • Verify system application execution to ensure mission-critical applications are operating within defined parameters.
  • Reset and unlock critical system messages and records.
  • Create, consolidate, and post daily shift logs.
  • Perform Access Management roles, including processing User Access Requests for all systems, account creations, unlocking accounts, and/or resetting passwords.
  • Conduct onsite facilities checks verifying the integrity of mission systems.
  • Assist with editing of Standard Operations Procedures and other supporting documentation.

Requirements:

  • Ability to work all shifts, including 12-hour shifts with rotating schedules.
  • Knowledge of Remedy, especially the Incident Management module.
  • Prior experience in customer service or call center environments.
  • Experience initiating and escalating incident tickets and/or problem reporting.
  • Ability to apply critical thinking, analysis, and problem-solving skills to make mission-impacting decisions on reported issues.
  • Ability to communicate and coordinate requirements with various customers and stakeholders on a variety of issues.
  • Proficient with PC functions, Microsoft Office applications, and commercial and proprietary monitoring tools.
  • Ability to assist with maintaining documentation reflecting the current operational environment.
  • Act as a team player with strong interpersonal skills.
  • Demonstrate strong oral and written communication skills.

Preferred Qualifications:

  • Bachelor's degree or equivalent in Computer Science or Information Systems or equivalent experience.
  • Knowledge of Linux and Windows Account Management.
  • Knowledge of SolarWinds and Tivoli monitoring.
  • Strong technical knowledge in troubleshooting Windows workstation and custom application problems.
  • Ability to work on individual tasks, as well as team-oriented tasks.

Security Clearance Requirements:

  • Active DOD Secret clearance and ability to obtain agency suitability clearance.

Physical Requirements:

  • Must be able to type.

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